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Cart Abandonment Trigger
Use the Cart Abandonment trigger to reengage a customer who leaves items in their cart. When a customer has at least one item in their cart, ends their visit, and is inactive for 30 minutes, they’re eligible for a Cart Abandonment trigger. This trigger activates when a user adds an item to their cart but doesn’t complete the purchase in the same web session. This trigger activates only one time for a cart, unless the user changes the cart contents. It activates again if the customer adds items, removes items, or updates item quantities in the cart.
You can select this trigger type when you create a triggered campaign. For more information, see Create a Triggered Campaign.
Setup Requirements
You must have the AddToCart item action mapped anywhere a user can add an item, including from quick view windows or from a recommendations block on the checkout page. Optionally, you can map the item actions ViewCart, UpdateLineItem, and RemoveFromCart. Work with your developer to capture all cart-related item actions. For more information, see Developer Documentation: Item Actions.
Personalization sorts items based on how long the user viewed each item, with the items they viewed most appearing first. If viewing data isn’t available, Personalization sorts the items randomly.
Campaign Qualification and Eligibility
Personalization checks for cart abandonment every 15 minutes. The user must have updated their cart after at least 30 minutes and after no more than 3 days. If a user abandons a cart, and you create a triggered campaign after cart abandonment, the triggered campaign can activate for the customer up to 3 days after cart abandonment. If a user completes a purchase, which empties the cart, the user no longer qualifies for the campaign.
Before sending the message, Personalization evaluates each Cart Abandonment trigger to make sure it’s still relevant. This check includes whether the user has purchased abandoned cart items or whether the user has removed all abandoned cart items. Personalization also checks for any campaign rules you set, such as segment membership or user behavior filters.
If you add a delay to the campaign, Personalization completes eligibility checks at the time of the trigger and again after the delay is over. Personalization adds a 30-minute inactivity check to any delay configured for the cart abandonment campaign. The campaign doesn’t launch until after the inactivity check. If more than one cart trigger event occurs during the delay period, the campaign processes the most recent event in the delay period.
Configuration Options
When you add this trigger to a triggered campaign, you can set the following options.
| Option | Description |
|---|---|
| Catalog Filters | Add filters for product average rating, price, features, or a custom field. |
| Behavior Filters | Add filters for user behavior such as whether the user did or didn’t favorite, add to cart, purchase, receive recommendations, or view certain products. |
| Triggered Item Frequency Limits | Override the trigger item frequency limit. Personalization ignores the limit set in Catalog and Profile Objects. |
| Campaign Frequency Limits | Control how many times the triggered campaign activates for a profile. |
